Migrate from Chatwoot to Salesforce Service Cloud

Chatwoot Contact records map directly to Salesforce Contact. We use email as the dedupe key. Custom attributes stored on Chatwoot Contacts require pre-creation of matching custom fields on the Salesforce Contact object before import. The Chatwoot contact name, email, phone, and any identifier fields map to the equivalent Salesforce Contact fields. The customer's Account must exist before Contact import so that the AccountId Lookup relationship is satisfied at insert time.

Chatwoot Conversations are the primary migration unit and map to Salesforce Cases. The Chatwoot conversation status (open, resolved, pending) maps to Salesforce Case Status values that we configure in the destination org during schema setup. Priority, assignee, and team assignments transfer to Case Priority, OwnerId, and Queue membership respectively. Closed-at timestamp from Chatwoot maps to Salesforce Case ClosedDate.

Chatwoot Messages belong to a Conversation and carry content, sender_type (agent or customer), created_at timestamp, and attachments. We preserve message order by created_at timestamp and insert them as Case Thread Entries in Salesforce, which renders them as a chronological message log inside the Case. Attachments migrate as ContentDocument records linked via ContentDocumentLink to the Case. Private notes from Chatwoot (agent-only visibility) map to Case internal comments using Salesforce CaseComment with IsPublished=false.

Chatwoot Labels are string tags applied to Conversations. We export the full label taxonomy and re-apply them to migrated Cases. In Salesforce, labels can map to a Case Tag (if the destination org has Tags enabled) or to a custom multi-select picklist field on Case that we create during schema setup. The customer's admin chooses the strategy during scoping based on whether they use Tags or prefer a structured picklist.

Chatwoot Agents map to Salesforce Users by email match. Role and availability status from Chatwoot transfer to Salesforce UserRole and IsActive. We resolve every Chatwoot agent email against the destination org's User table before migration. Any agent without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision. Chatwoot role names (agent, administrator) map to the closest Salesforce profile or permission set equivalent.

Chatwoot Inboxes represent channels (Website Live Chat, Email, WhatsApp, Facebook, Twitter, API). Channel configuration credentials (webhook URLs, page tokens, WhatsApp template IDs) are platform-bound and do not transfer. We create corresponding OmniChannel Work Item Types in Salesforce and document which Chatwoot channel maps to which Salesforce Channel for the customer's admin to reconnect during post-migration setup. This is a mapping documentation exercise, not a data migration.

Chatwoot Teams are available on Business and Enterprise tiers and group agents for routing. If the source is on Hacker or Startups tier, no Teams exist and this step is skipped. Teams that exist migrate as Salesforce Queues (for case routing) or Groups (for reporting). We create matching Queue structures in Salesforce and assign the migrated Agent-User records to the correct Queue based on the Chatwoot team membership.

Chatwoot custom attributes attached to Conversations map to custom fields on the Salesforce Case object. We pre-create each Chatwoot custom attribute in Salesforce during schema setup, matching the Chatwoot type (text, number, dropdown, checkbox) to the nearest Salesforce field type. Values migrate as raw data during the Case import phase. Any attribute with a dropdown source of values must have its picklist values created in Salesforce before migration begins.

Chatwoot custom attributes attached to Contacts map to custom fields on the Salesforce Contact object. We pre-create the schema in Salesforce before Contact import and migrate values directly. Downstream automations in Salesforce that reference these custom fields must be configured by the customer's admin post-migration; we document the field names and data types in the field inventory deliverable.

Chatwoot Canned Responses with shortcut codes map to Salesforce Quick Text (for agent-side suggestions during case resolution) or Email Templates (for outbound case communication). The migration approach is chosen during scoping based on how the customer uses Canned Responses. Content and shortcut triggers migrate directly; the customer's admin assigns keyboard shortcuts in Salesforce post-migration.

Chatwoot Help Center Articles (available on Startups tier or above) migrate to Salesforce Knowledge Base articles. We export the full article tree including title, body (markdown converted to Salesforce rich-text format), category, and locale. Knowledge Article types must be created in Salesforce before import. Articles with draft or archived status in Chatwoot migrate with the equivalent publish status in Salesforce. Locale mapping requires admin confirmation of the destination Salesforce org's supported languages.